Part Time, Customer Service Associate

Big Night; New York (NY); On-site; USD 28,000 - 30,000; Part time

Job summary

Big Night is seeking a Part-Time Customer Service Associate for our Greenpoint fulfillment center. You’ll be the primary contact for customers, handling questions, order status, returns, and exchanges with warmth and clarity.

Working closely with warehouse and operations, you’ll help troubleshoot issues at the source, strengthen communication, and support the team during peak times while learning our products and stories.

Qualifications

• Previous experience in customer service, ecommerce, retail, hospitality, or a similar role is preferred.
• Excellent written and verbal communication skills, with strong attention to tone and detail.
• A genuine enjoyment of helping people and creative problem solving.
• Strong organizational skills and the ability to manage multiple customer inquiries and operational tasks at once.
• Ability to take ownership of an issue from start to finish rather than simply passing it along.
• Comfortable learning and working across multiple systems and platforms.
• Familiarity with Shopify, Ship Station, or other ecommerce/inventory management systems is a plus.
• Curiosity about food, cooking, design, home, and the products we sell is a plus.
• Strong belief that teamwork really does make the dream work - our small but mighty staff works very closely together and we depend on one another to ensure that Big Night is at its best, always.

Responsibilities

• Serve as a primary point of contact for customer inquiries via email and other online channels.
• Respond to customer questions with warmth, clarity, accuracy, and a distinctly Big Night voice and maintain high standards for the Big Night online customer experience.
• Help customers with product questions, order status, shipping questions, returns, exchanges, and other ecommerce needs.
• Troubleshoot customer concerns and take ownership of finding thoughtful and appropriate solutions.
• Process refunds, exchanges, cancellations, and other order adjustments accurately.
• Escalate more complex issues to the appropriate team member while maintaining clear communication with the customer.
• Identify recurring customer questions or pain points and communicate opportunities to improve the customer experience.
• Assist with other ecommerce operational projects as needed.
• Develop a strong understanding of Big Night's food, kitchen, home, and entertaining products.
• Learn about the makers and stories behind our products so you can confidently answer customer questions and make thoughtful recommendations.
• Support the broader fulfillment operations team during periods of high order volume, seasonal peaks, and special projects.

Skills

Customer service

Ecommerce

Retail experience

Hospitality

Communication

Organizational skills

Ownership mindset

Teamwork

Shopify familiarity

ShipStation familiarity

Attention to detail

Job description

About Big Night: At Big Night, we believe the good life starts at home. Every corner of our shops, both in store and online, are designed to spark joy, wonder, and comfort, turning each visit into an adventure in discovery for our customers. We're not just here to offer products; we're here to share the stories behind them, to inspire our customers with new ideas, and to empower them to build a sense of community around your own dinner table.

Our stores are vibrant spaces where we host the party every day, ensuring every guest feels included, excited, and delighted. Everyone belongs at our table, and together, we make every night a Big Night.

Job Title: Part Time, Customer Service Associate

Department: Operations

Reports to: Fulfillment Operations Manager

Location: On-Site at our Greenpoint Warehouse

Hourly Range: $20-$22/hour

Job Overview

We're looking for a Part-Time Customer Service Associate to join our team at our new Greenpoint fulfillment center.

In this role, you'll be responsible for creating a thoughtful, helpful, and distinctly Big Night customer experience online. You'll serve as a primary point of contact for customers, responding to questions and concerns, troubleshooting order issues, and helping customers navigate everything from product questions to returns and exchanges.

Because this role is based within our fulfillment center, you'll also work closely with our warehouse and operations teams to help resolve issues at the source. You'll have a hand-on understanding of what's happening with orders and inventory and will help ensure that our customers receive clear communication and timely solutions.

This is a great role for someone who loves helping people, has excellent written communication skills, is naturally curious and solutions-oriented, and enjoys balancing customer interaction with behind-the-scenes ecommerce operations.

Key Responsibilities

• Serve as a primary point of contact for customer inquiries via email and other online channels.
• Respond to customer questions with warmth, clarity, accuracy, and a distinctly Big Night voice and maintain high standards for the Big Night online customer experience.
• Help customers with product questions, order status, shipping questions, returns, exchanges, and other ecommerce needs.
• Troubleshoot customer concerns and take ownership of finding thoughtful and appropriate solutions.
• Process refunds, exchanges, cancellations, and other order adjustments accurately.
• Escalate more complex issues to the appropriate team member while maintaining clear communication with the customer.
• Identify recurring customer questions or pain points and communicate opportunities to improve the customer experience.
• Assist with other ecommerce operational projects as needed.
• Develop a strong understanding of Big Night's food, kitchen, home, and entertaining products.
• Learn about the makers and stories behind our products so you can confidently answer customer questions and make thoughtful recommendations.
• Support the broader fulfillment operations team during periods of high order volume, seasonal peaks, and special projects.

Position Requirements

• Previous experience in customer service, ecommerce, retail, hospitality, or a similar role is preferred.
• Excellent written and verbal communication skills, with strong attention to tone and detail.
• A genuine enjoyment of helping people and creative problem solving.
• Strong organizational skills and the ability to manage multiple customer inquiries and operational tasks at once.
• Ability to take ownership of an issue from start to finish rather than simply passing it along.
• Comfortable working independently while also collaborating closely with a small team.
• Strong attention to detail, particularly when working with customer orders, refunds, inventory, and other operational information.
• Comfortable learning and working across multiple systems and platforms.
• Familiarity with Shopify, Ship Station, or other ecommerce/inventory management systems is a plus.
• Ability to stay calm, flexible, and solutions-oriented in a fast-paced environment.
• Curiosity about food, cooking, design, home, and the products we sell is a plus.
• Strong belief that teamwork really does make the dream work - our small but mighty staff works very closely together and we depend on one another to ensure that Big Night is at its best, always.